Maureen Scott (Customer) asked a question.
Happening to me right now which is why I'm here!
No other way of contacting support I imagine.
Not good enough
Hi @Maureen Scott (Customer)ā & @Helen Polemis (Customer)ā,
Thank you for posting on LEAP Community Discussions.
We are sorry to hear about the difficulty you have had in reaching our support team. We have informed our support team lead and they are looking into this.
Furthermore, if you prefer or if you experience issues with Live Chat in the future you may contact our support team by emailing support@leap.com.au.
Let us know if you require further assistance.
Best regards,
Sebastian.
On 4 March I attempted to get help through chat at 10 am and 11 am, after waiting about 10 minutes each time was eventually told no consultants were available, try again another time! I then sent an email to the help desk and received NO response. Today I again tried chat, same waiting time looking at the screen as I was 'up next' only to be eventually advised "No consultants are available" so more wasted time. I again emailed the help desk, and actually received a response and excellent assistance.
It shouldn't take five attempts over two days to elicit a response from the support team. I have used Leap for many years and the support in the past has been excellent, but this isn't good enough.
I've had the same issue many times and it is happening right now...i have emailed support and still no answer...really bad!
I have temped at a lot of firms with Leap and they aren't using it to it's full potential. After using the Live Chat feature now I understand why..... it's incredibly frustrating, slow response and the most impersonal system I have come across. I have wasted so much time today trying to get help and they will 'get back to me'. Trying to find the suggestion box without any luck, but found this instead. MAYBE IF THERE WAS A BETTER HELP DESK CLIENTS WOULD BE USING MORE FEATURES. Nearly 100% of the firms I have temped at have no idea what Leap can actually do for their offices. They just put up with it not working properly if there are glitches because it's too hard to get help or assistance. If Leap want to know where to invest their money into developing new features from our suggestions, my suggestion is to invest it in a decent help desk.
I concur - the knowledge library is very good however like all online learning may not completely answer the question. And, when you are under pressure, lawyers of all people do not have the time to start watching a tutorial. I have raised this time and time again, and nothing appears to improve. I have in the past 4 weeks logged a number of tickets complaining about response time. The product is quite good, the support is not and for the license fees, it is extremely frustrating and underwhelming.
Anyone in our Firm trying to get help online with Leap has also been experiencing these issues. It's not good enough.
I am currently trying to get some support help on a rather urgent issue. Chat page has been "waiting" for a good 45 minutes so far. Absolutely pathetic on the support front. š
It is unacceptable. 25 minutes and counting.... Even sending an email to the support team takes forever.
Ever since they went online only their service has definitely slipped. I understand they are busy but so are we. If you say it's urgent, it seems like they take extra time to get back to you.š” š”
Hi @Maureen Scott (Customer)ā & @Helen Polemis (Customer)ā,
Thank you for posting on LEAP Community Discussions.
We are sorry to hear about the difficulty you have had in reaching our support team. We have informed our support team lead and they are looking into this.
Furthermore, if you prefer or if you experience issues with Live Chat in the future you may contact our support team by emailing support@leap.com.au.
Let us know if you require further assistance.
Best regards,
Sebastian.